Gain The Skills To:

• Transform conflict into a positive, productive force
• Respond to on-the-job conflicts quickly and effectively
• Resolve conflicts positively using proven principled negotiation techniques.

How to Manage Conflict in the Organization equips you with the strategies, tactics and insights you need to gain control of tough conflict situations. You'll discover how to spot potential interpersonal conflicts—and defuse them before they flare up. You'll understand how, when, where and why to apply the five favored conflict-resolution approaches, and you'll develop the insight and intuition you need to make them work.

Learn How To:

• Understand the differences between structural (organizational) and interpersonal conflict
• Separate people from issues and focus on interests, not positions
• Get beyond immediate tensions and disagreements to the root causes of any interpersonal conflict
• Apply five surefire conflict-resolution approaches: avoiding, accommodating, compromising, forcing, and collaborating

Course Objective:

Learn to identify potential conflicts and apply five conflict resolution strategies to defuse them.

About This Course:

As one course among many offered in the American Management Association's curriculum, How to Manage Conflict in the Organization has been designed specifically for the practicing manager and the future manager. It provides private, self-paced, individualized study; learning and self-evaluation through in-text exercises.

Dr. Gregg Lee Carter is professor of sociology at Bryant College. He is an expert on conflict and has had articles published on this topic in the Journal of Conflict Resolution, Sociological Focus, Sociological Forum, Sociological Inquiry, Sociological Quarterly, and Sociological Viewpoints, among many other scholarly journals. In the last few years, he has authored two college texts and has presented more than three dozen papers at professional conferences, seminars, and workshops.

Dr. Carter is president of the New England Sociological Association and is an associate editor of Teaching Sociology. He is a. frequent contributor to the media; his editorials, opinions, and quotations on social conflict appear in newspapers throughout the country. He is also a frequent radio talk-show guest and has been featured on the American Business Radio Network. Dr. Carter is a former member of the faculty contract-negotiation team at Bryant College and has spent many long hours in negotiation preparation work as well as in actual negotiations.

Dr. Carter earned three graduate degrees at: Columbia University (master of arts, master of philosophy, doctor of philosophy), where his doctoral dissertation was on the roots of societal conflict.

Dr. Joseph F Byrnes is professor of management at Bentley College and is an expert in the area of human resources management, with a particular contributed articles to the Journal of Collective Negotiations and Management World and has written three audiocassette/workbook programs for the American Management Association, emphasizing first-line management and middle- management skill building. He is also the author of the leader's guide to AMA's film, "What They Never Told You About Supervising."

Dr. Byrnes is a former member of the editorial review board of Personnel Administrator, a major human resources management journal. In addition, he is an active member of the New England Society for Personnel Management and serves on its program committee. He lectures extensively on the topic of human resources management; among the organizations he has addressed are the New England Business and Economics Conference, the Boston Association of Affirmative Action Professionals, and the Delaware Valley Personnel Association.

Dr. Byrnes is a consultant in the area of collective bargaining and negotiating. He represents organizations as their chief negotiator and speaks to management groups concerning negotiating approaches. He has developed a 2-day executive program to help managers improve their negotiating skills with subordinates, peers, superiors, and outside business contacts. Dr. Byrnes did his graduate training at Northwestern University, where he earned his master of arts and doctor of philosophy degrees.

The publisher wishes to thank John B. Hudson, Consultant, Cambridge, MA; Nancy L. Meymand, Professor of Sociology, Bridgewater State College; and Donald H. Weiss, President, Self-Management Communications, for their help in reviewing the manuscript of this course.

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